BRIEF:

The Professional Couriers, is amongst India's Largest Courier companies, which has been established since 1987. They aimed to focalise on rendering the customers with digital customer services i.e.- ORM and with quirky, service-based, metaphoric content across all digital platforms.

OBSTACLES:

Because of the widespread network across the globe, there were many pages on the social media platforms which made the end customer confused, as to which one should they approach. Along with this, customers had a fallacy about the services. They were under the impression that TPC is a post office. Through the digital platform, we characterized the company services & it helped build a network for franchisees to connect and make new connections.

OBJECTIVES:

We aimed at creating content which is easy to remember and which speaks about the brand & its attributes. Along with brand awareness, we concentrated on the queries from the end-users and updated them about their consignment inquiries & other significant matter about the brand.

OUR SERVICES OFFERED:

We executed social media marketing, ORM for building customer loyalty and Facebook, YouTube ads. They were run especially during the festive season to raise the brand awareness.

PLATFORMS OFFERED:

• Facebook
• Twitter
• LinkedIn
• Instagram

EXECUTION:

To portray the brand’s image and increase awareness about their services, we developed a social media strategy focused on promoting the services provided and catering to the customers to provide a seamless experience, helping the brand become a market leader in the courier industry. The social media strategy included different types of content pegs, such as:

• Topical posts
• Metaphoric posts
• Celebratory days posts
• Service-centric posts

We also ensured that the brand was present on all platforms such as Facebook, Instagram, Twitter & LinkedIn & also catered to B2B customers. Below are the categories that we explored while creating content for The Professional Couriers-

1. TOPICAL POSTS:

Topical posts are posts that are trending and make use of moment marketing to promote the brand.

2. METAPHORIC POSTS:

Posts that used symbolism so the audience could relate the service to speedy and timely delivery.

3. CELEBRATORY POSTS:

Celebratory posts are posts that revolve around holidays and festival wishing.

4. SERVICE-CENTRIC POSTS:

Promotion of their services through social media creatives.

To ensure maximum brand awareness, we also boosted service-centric posts to reach out to more people and bring in business for the brand. We carried out different ad campaigns for the brand on platforms such as YouTube & Facebook, that yielded favourable results.

We started with the social media campaign to ensure maximum amount of brand awareness, by promoting the services provided, some topical posts, metaphoric creatives, celebratory dates and much more

ONLINE REPUTATION MANAGEMENT (ORM):

Every brand needs an ORM strategy to maintain their image online. So, we established an ORM strategy for our client to keep track of their customers’ queries and aid whenever needed.

We recorded the highest number of complaints from Facebook & Twitter and co-ordinated with the HO in resolving over 26% of the total customers’ queries.

RESULTS/CONCLUSION:

Monitoring the social media campaigns, we were successful in achieving steady community growth and increased impressions & engagements.

ACHIEVEMENT IN NUMBERS:

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